Production Manager Internet Broadcasting Systems
THIS JOB HAS EXPIRED Position Statement:
The Production Manager is a key point of contact for our customers. They are accountable for successfully supporting our customers with a variety of needs: including troubleshooting and problem-solving technical issues, account creation, assisting our customer with the implementation of items that exist in their specific product catalog or contract, and cultivating and maintaining a positive relationship with our customers.
In addition, this position is accountable for escalating key issues and concerns of our customers to Account Management and tracking their time/efforts to the appropriate customer.
Serve as a key point of contact for customers
Work with IB technical staff and management to triage and resolve production issues
Resolve cases received from customers and employees regarding customer-facing products such as ibPublish and Work Request Applications.
Manages daily site tasks according to client and corporate priorities and timelines
Works closely with site Managing Editors and other station staff to coordinate details for daily maintenance tasks, as well as in-catalog requests
Determines correct path for client requests, including if request is something that can be handled in Production Services, or should be routed through IB?s custom intake process.
Escalates technical, content or communication issues as necessary.
Accountable for resolving as many issues as possible in-team.
Tasks, like Alert Bars, or other items that require a Code Review or a Code Push will be directed to the appropriate technical team for resolution.
Design tasks should be sent to the appropriate queue for triage and completion.
Providing addition guidance on IB products & features, and ensuring that customers understand the online training resources available to them.
May review work at the customer?s request to ensure that they are implementing features appropriately.
Catalog Guidance & Expertise
IB Product Catalog experts ? able to assist customers with implementing features on their websites.
Works cooperatively with Campaign Specialists to complete projects that combine sales and editorial elements. Assists with finding sales solutions.
Major Feature Support
Account Creation & Deletion: Accountable for creating & deleting ibPublish accounts at the request of the customer.
School Closings Reconciliation: until fully automated, this role may provide additional support and communication when needed by stations.
Elections: Will provide additional levels of staffing to support customers during election events.
Upload & Go: Assist customers as needed
Assist with adding content to national sections and/or localizing national content as requested by the customer
Assist with Newsletter creating & removal, plus modifying sign-up pages ? with the goal of ensuring that all customers are eventually self-sufficient
Assist with Navigation Changes
Assist with Weather Object placement, including: adding meteorologist profiles, maps, radars, loops, severe weather alerts and counties
Coordinate URL removals with Core Services
Manage cases ensuring that issues are resolved in a timely manner, and that communications with the case owner are frequent and accurate.
Set expectations on problem resolution and ensure that internal stakeholders, like Account Management, are informed on key issues.
Provide accurate and timely answers to internal/external client queries.
Proactively maintain and cultivate a high level of customer service by developing relationships with internal/external clients.
Qualifications & Competencies (Knowledge, Skills & Abilities) Required:
Outstanding relationship building skills with the ability to communicate professionally with internal and external cross-functional teams is essential.
Must be able to prioritize and manage simultaneous assignments within a fast-paced, deadline-driven environment.
Effective use of analytical and problem-solving skills.
Strong initiative and self-starting approach, and ability to operate effectively in an organizational climate of rapid growth and change are desirable.
Must be well organized with a high attention to detail.
Working knowledge of web technology and Microsoft Office software: HTML or web design skills a plus.
A bachelor?s degree or equivalent, or three years of experience preferably in communications, web content management or related field is required.
Job requires working on a personal computer for extended periods of time, an average of 7 hours per day.
Job requires ability to work occasionally on evenings and weekends, as necessary to meet project deadlines.
Employee will participate in the On-Call rotation, which will involve additional compensation.
||St. Paul, MN |
THIS JOB HAS EXPIRED